Brian Culp, ITIL Expert

Experience

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  Dell Technologies

  Jul 2000 - Jun 2008

  Develop training materials, new hire training curriculum, computer based training, and standard operating proceduresFacilitate training for new associates and newly supported itemsIdentify training gaps through surveys and call evaluationsProvide quality assurance monitoring of agent calls and ticketsProvide customer service and technical coachingSuccessfully transitioned multiple accounts for service desk support Supervised staff of 15 to 20 agentsWorked with leadership to improve efficiency, reduce talk time and increase first call resolutionTechnical and customer service escalation point for all agentsProvide quality assurance monitoring of agent calls and ticketsProvided customer service and technical coachingReviewed and approved knowledge base articles submitted by service desk agents Took calls from customers troubleshot issues with Windows 2000, Windows XP, MS Office Suite, Lotus Notes and hardwareCreated and modified knowledge base articlesFormatted standard operating procedures to meet ISO9000 standardization format

  • Associate Development Analyst

    Jun 2006 - Jun 2008

  • Service Desk Team Lead

    Aug 2005 - Jun 2006

  • Service Desk Technician

    Apr 2002 - Aug 2005

  • Accounts Payable Technician

    Jul 2000 - Apr 2002
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  Perot Systems Corporation

  Jun 2008 - Oct 2008

  ITIL Service Management Analyst

  Facilitate Change Management ProcessFacilitate Weekly Change Advisory BoardFacilitate Daily Operations MeetingFacilitate Problem Management ProcessFacilitate Weekly Problem Review BoardInterface with Client Executives, Deliver Managers and Team Leaders to ensure delivery of ServiceProcess and Monitor Month to Date and Monthly Service Level AgreementsMaintain Configured Item DatabaseProcess Requests for data changes in BMC Remedy ITSMProcess Requests for accessCreate Ad Hoc Crystal ReportsProcess Incident tickets for resolution Show less

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  United Surgical Partners Intl, Inc

  Oct 2008 - Oct 2011

  Service Management Process Analyst

  Change ManagementImplemented a new Change Management ProcessFacilitate Weekly Change Advisory BoardMaintain Change ScheduleFacilitate the Change approval processProblem ManagementImplemented a Problem Management ProcessFacilitate the Problem Review BoardFacilitate Ad Hoc Problem ReviewsIncident ManagementCreate and monitor incident aging reportsCreated a new set of Categories to correctly classify incident ticketsDaily OperationsFacilitate the Daily Operations CallService Desk ReportingDeveloped comprehensive Service Desk reports from phone and ticketing systemsProvide quality assurance monitoring of agent calls and tickets Show less

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  VertexOne

  Oct 2011 - Oct 2012

  Service Delivery Manager

  Monitor and control the services provided for the duration of contracts internal/external providers and ensure that the quality of service delivered meets business needs. Provide continual service improvement for the services provided to end-clients. Help suggest and implement service innovations Follow ITIL best practices Communicate with people at all levels, from Directors to Customer Agents, both internally and to external clients within the customer organization on all aspects of the services provided to the client. Manage conflicts for change or service related issues between client accounts and Business Solutions. Responsible for assurance aspects of Service Level Agreements internally to the customers and externally from suppliers.Ensure that Service Level Agreements are in place and followedResponsible for assurance aspects of Service Level Agreements internally to the customers and externally from suppliersEnsure service management performance targets continue to be met Investigate and take corrective actions are identified and undertaken to conclusion. Show less

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  Dell Technologies

  Nov 2012 - Dec 2016

  Lead complex Service Delivery processes and associated projects.Identify and lead continuous improvement activities in support of customer or internal business processes.Design and implement ITIL Processes within the Remedy ITSM Toolset for customers, including Incident, Problem, Change and Service Request Management.Provide training on all modules of the Remedy ITSM Toolset Lead complex Service Delivery processes and associated projects.Identify and lead continuous improvement activities in support of customer or internal business processes.Design and implement ITIL Processes within the Remedy ITSM Toolset for customers, including Incident, Problem, Change and Service Request Management.Provide training on all modules of the Remedy ITSM Toolset

  • Transition Management Consultant

    Sept 2013 - Dec 2016

  • Transition Service Manager

    Nov 2012 - Sept 2013
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  NTT DATA North America

  Jan 2017 - Aug 2024

  Lead complex Service Delivery processes and associated projects.Identify and lead continuous improvement activities in support of customer or internal business processes.Design and implement ITIL Processes within the Remedy ITSM Toolset for customers, including Incident, Problem, Change and Service Request Management.Provide training on all modules of the Remedy ITSM Toolset

  • Transition Service Management Director

    Aug 2021 - Aug 2024

  • Transition Management Consultant

    Jan 2017 - Apr 2022
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  The University of Texas at Dallas

  Jun 2024 - now

  IT Service Management Director